With AI in development, the same question comes to mind, "Will AI take over our jobs?" I wanted to do some more research regarding AI's capabilities. In this case, I choose to look into the functionality of chatbots to see if they can replace human interactions.
Chatbots are used to automate messages to save time for those in need of it. Such instances can include customer service, setting up appointments in healthcare, travel, etc... Chatbots can save time and money, but are they a good alternative to human interactions? In Panagiotidi's article _Do Users Prefer Chatbots Over Humans? It Depends... _, she cites several sources indicating user preference between chatbot and human service providers. I can personally emphasize having human service providers because I think it is inconvenient to have to redial the same phone number to repeat a chatbot's message. However, this article also helps me see both sides of the argument and why it may be necessary to have chatbots automate calls.
Chatbots are used in many industries so I believe that chatbots are only preferred depending on the industry. As Panagiotidi states, "For tasks seen as more subjective or requiring empathy, consumers may favour human providers, while for tasks perceived as more objective or analytical, bots may be preferred". Her input makes me reflect on the importance of chatbots and the circumstances in which they are needed. I can testify to her statement in the sense that I do not like having to interact with chatbots when it comes to healthcare, but I prefer speaking to chatbots when it comes to financial calls. It saves me the trouble from directly going to the bank and directly speaking to a representative and it also guides me in which sector of the bank I should speak to.
This post was heavily inspired from:
Panagiotidi, M. (2024, May 17) Do Users Prefer Chatbots Over Humans? It Depends...
Retrieved from: [https://uxpsychology.substack.com/p/do-users-prefer-chatbots-over-humans]
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